- Provide daily operational direction and communication to assigned employees driving superior service of defined key performance metrics. ● Provides continual evaluation of process and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. ● Provides statistical and performance feedback and coaching on a regular basis to each team member. ● Writes and administers performance reviews for skill improvement, Should always be available to employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution. ● Provide direction to identify and utilize best-in-class facilitation methods and techniques to coach employees to meet business performance standards, Incorporate performance intervention to accelerate learning. ● Responsible for managing and motivating the customer service representatives to work simultaneously with them to hit KPIs and metrics. ● Utilize various Helpware and client-based tools and applications for customer support ● Other related assigned duties ● Fully dedicated to a 40 hour work week